Heather F.

I purchased the PB Teen Prescott ottoman. When I received it, after paying shipping and a delivery surcharge, it was a square beanbag and when I tried to return it, it was not returnable (even though it wasn't on clearance). I emailed customer service about a month ago. I was hoping to return it as I wasn't sure why I couldn't return it and no response. After having an extremely difficult experience with an issue with West Elm after calling customer service, I thought email would be better.

Had there been reviews on the website, I could have probably learned it was just a bean bag. The thing is they sell bean bags so why market an entire collection as a "sectional" when it is just beanbags. The tag on the item even says beanbag. It was false advertising.

Even if they had no intention of resolving the issue most reputable businesses would at least respond. Unfortunately, between lack of transparency with customer feedback and poor customer service, I don't think this business group is reputable.